Help Center

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iAdvize Help and Support Center

Do you have a question or a request? Would you like to report a problem? Please view the iAdvize knowledge base or contact one of our Customer Angels via the help center.

 The iAdvize help center is composed of :

  • A knowledge base: articles focused on all of our features. This knowledge base is constantly updated.
  • A search engine: it allows you to have rapid access to the content of your choice.
  • A tool to create and monitor support tickets.
  • A tool for creating and monitoring help tickets.

1/ Accessing the iAdvize help center
2/ The iAdvize Knowledge Base
3/ The search engine
4/ The Status Page

5/ Creating a ticket and monitoring my requests for assistance
6/ Monitoring my requests for assistance
7/ Service opening hours
8/ The Blog

1/ Accessing the iAdvize help center

1.1/ From your administration

Click on your avatar (in the upper right hand corner of your interface) to open your profile settings. Then, click on "Help" to access our Help Center :

The "Help Center" pane will open on the right :

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 The "Related articles" will appear depending on the page you are on your administration

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1.2/ Direct access from one url

You can also have a direct access to our help center with the following url : https://help.iadvize.com/hc/en-gb

Unlike when you access the help center from your administration, directly using the previous url requires you to log in before contacting the customer support team. To do so, click on "Login" in the upper right hand corner of your screen. You will get redirected to the log in page of our solution and will be able enter your login information (the same you're using to log in to your iAdvize user account).

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2/ The iAdvize knowledge base

But before contacting a Customer Angel, please have a look at our literature, you may find the answer to your question in there.

In order to better guide in the process, we've classified our articles in 2 main categories : "Administrator" and "Agent". Each category is composed of subcategories.

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Click on one of these links to have access to the content available in each category. 

The "Administrator" category is composed of 7 subcategories which are: Engagement, People, Reports, Apps, Account management, Others and Professional Agents.

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The "Agent" category is composed of 3 subcategories which are Agent, ibbü and Community.

the ibbü and Community subcategories will automatically redirect you to their respective knowledge base.

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3/ The search engine

In the iAdvize Help Center, you can also use a search engine to quickly find the answer to your question.This search engine has a word completion feature, therefore, you'll get several article suggestions when typing a keyword.

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4/ The Status Page

By clicking on Status, you know the current status of our servers in real-time, whether your site is hosted on a High Availability (HA) platform or on a Standard platform (SD).

NB: We recommend you to subscribe to these pages in order to receive an email when there's an incident open on our servers.

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5/ Creating a ticket and monitoring my assistance requests

Didn't find what you were looking for ? Contact our support team by creating a support ticket.

If you are logged in to the platform, you can do so by clicking on submit a request at the upper right corner of your Help Center :

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(1) Adding CC recipients to your email : When you create a ticket, you can copy people on the email you are sending. CC recipients receive a copy of the ticket you've sent to the support team. 

(2) Subject : Please explain in a few words why you're sending a request to the support team. 

(3) Description : This is the most important part. The more accurate your description is, the faster we can handle and solve your issue. If at all possible, please give us the information we need to reproduce the problem:

  • what succession of actions did you perform to generate the error?
  • the date and time when you encountered the problem (if possible, give us the number of conversations affected by the problem encountered)
  • the behavior you expect from us
  • etc.


(4) Priority : qualify the priority of your request (Low, Normal, Urgent).


(5) Type : qualify the nature of your request (Question, Problem, Incident).

(6) What is your question all about? Indicate specifically what your problem is about. 


(7) Attachments : a screenshot often gives us more information than a long explanation. That's why we encourage you to add screenshots to your support ticket to help us better understand your issue.

Note:

  • For us to better understand each other and make sure that we are on the same page, don't hesitate to look at the glossary available in the iAdvize Help Center.
  • After a first connection to our help center, you'll then be able to submit support tickets by sending an email to help@iadvize.com.

 

 
6/Monitoring my requests for assistance

To follow progress made in handling your requests for assistance, click on your avatar (at the upper right corner of the help center) and then click on "My activities".

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On this page, you will find a list of all the support tickets you've sent to us. On this list, you have the creation date of your ticket, the date of its most recent update and its current status (open, awaiting an answer from you, resolved).

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Click on the title of your ticket to see the past exchanges you've had with your Customer Angel.
 
7/ Service opening hours

The service is open from 9 a.m. to 6 p.m. (Central European Time Zone), Monday to Friday.

8/ The blog

Increase your knowledge about online customer service and its specificities by reading articles on our blog !

I also encourage you to read the following articles :

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